On - DTC Customer Service Coach - Portland

Team for Career Site

Customer Service

In short

As a Customer Service (we call it Happiness Delivery!) Coach at On, your mission is to build a strong and high-performing workforce in collaboration with our internal team and global partners. Your goal as a Coach is to ensure new hires have a smooth and consistent training journey and continue to be high performers throughout their time with On. Each step along the way, you will aim to WOW new starters and provide the necessary resources for every new Happiness Deliverer to be successful.

Your mission

– Collaborate closely with the Direct-to-Consumer (DTC) Training Program Lead and Leadership across different regions to facilitate the seamless onboarding of new team members, ensuring consistent training practices and alignment with global standards.
– Actively seeks out partnerships with Global Leaders and key stakeholders across the organization to align on system enhancements, campaigns, and promotions, ensuring cohesive progress toward organizational goals.
– Leads and executes projects within Coaching team to drive training initiatives and processes not only regionally but globally for the entire DTC organization.
– Create and maintain comprehensive training documentation using our e-learning tools.
– Develop and execute effective training plans for various audiences, including new external and internal hires as well as leadership positions.
– Elevate the knowledge and skills of our experienced team members by designing and delivering ongoing training sessions focused on enhancing their familiarity with our systems, tools, and best practices.
– Plan and lead regular “open” training hours that offer continuous learning opportunities for DTC teams; identify skill gaps and design targeted training programs to address them effectively.
– Proactively initiate and drive Coaching projects, responding quickly to challenges and seizing new opportunities.

Your story

– 1+ years of experience in leadership, training, quality review, and/or coaching
– Experience using CRM platforms and order management tools – Salesforce a plus; Microsoft D365 a plus
– Proven history of success in coaching, training, or development roles, with a focus on resilience and self-development, preferably within a customer service environment.
– You are a resilient and fast learner who embraces challenges with enthusiasm, constantly seeking opportunities for self-development and skill growth.
– Demonstrates self-awareness by proactively managing obstacles and setbacks with a growth mindset, consistently working toward effective solutions.
– Comfortable leading training sessions and providing constructive feedback
– Strong organizational skills with the ability to manage and prioritize multiple tasks and projects simultaneously
– Able to work in a dynamic environment and can adapt quickly to changes in priorities and strategies
– Exceptional written and verbal communication skills. Able to convey ideas in a clear, concise, and engaging manner

Meet the team

Happiness is the only thing that multiplies when shared. So, take the chance and deliver happiness all day, every day at On! You will work in a team-player Team, which loves new challenges and where happiness is part of their DNA. If you want to take every opportunity to WOW our customers, our team and On – we would be happy to write stories together.